Job Information
T. Rowe Price Help Desk Analyst / Infrastructure in Owings Mills, Maryland
There is a place for you at T. Rowe Price to grow, contribute, learn, and make a difference. We are a premier asset manager focused on delivering global investment management excellence and retirement services that investors can rely on today and in the future. The work we do matters. We invite you to explore the opportunity to join us and grow your career with us.
Overview
The ideal Help Desk Agent will blend excellent problem-solving & exceptional communication and interpersonal skills, with patience, a positive, customer-friendly attitude and a high work ethic. In addition, they should be motivated toward and will learn the basics of providing World Class customer service through expressing empathy, taking ownership and advocating on behalf of every call serviced. Digital natives, and those well immersed in technology, will find it easy to come up to speed supporting the broad spectrum of applications and processes serviced by the Help Desk using its ServiceNow web-based toolsets to search knowledge bases, document calls, complete requests and escalate incidents, all while following proven procedures. Agents will be provided initial classroom training in addition to periodic refresher trainings to orient, equip and facilitate proficiency in serving callers. Agents will work alongside more senior agents within a team atmosphere where the Escalated Customer Support group, Change and Incident Management personnel and actively engaged Supervisors are leveraged to assist in resolving at least 75% of the customer issues on the initial phone call. The ideal candidate will be able to perform well in a fluctuating pace environment, taking between 8 and 12 calls an hour when busy while exploiting low call volume times to complete manual efforts such as Order Processing and Follow-up call outs to customers. Because of the critical nature of the role, agents are expected to be punctual and consistent with their work attendance as essential personnel, managing personal needs and navigating weather events to be fully present during agreed upon work hours. Multiple unplanned agent absences may result in an immediate termination of the intern agreement.
Business knowledge
Possesses basic understanding of the technology industry
Possesses understanding of how the Global Technology organization is structured and understands how to navigate Global Technology for the purposes of accomplishing specified work tasks
Understands how the business units are organized across the firm
Requirements
Typically requires 3+ years of relevant experience
Understands more complex technology/infrastructure concepts and operations
Able to engage across various technical teams to resolve more complex problems or executing processes of higher complexity
Effectively able to execute basic systems administrative functions Working knowledge and familiarity with Microsoft suite of Office Products
Desired Qualifications
Ability to communicate clearly and confidently by phone and in writing
Personable and pleasant conversationalist
Working knowledge and familiarity with Microsoft suite of Office Products
Ability to learn new technologies & software quickly
Motivated toward delivering high levels of Customer Service
Intellectually curious with the ability to ask great questions.
Ability to comprehend and adhere to written procedures & policies.
Demonstrated Problem Solving ability
Derives Satisfaction through Helping People with Technology
Enjoys solving puzzles
articulate and utilizes intelligent choices of vocabulary
Comfortable with all types of technology – Digital Native
Comfortable within ambiguous situations
Continual Eager Learner, teachable
FINRA Requirements
FINRA licenses are not required and will not be supported for this role.
Work Flexibility
This role is one week in office, three weeks remote.
Commitment to Diversity, Equity, and Inclusion:
We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients. Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community. We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day.
Benefits: We invest in our people through a wide range of programs and benefits, including:
Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions
Flexible and remote work opportunities
Health care benefits (medical, dental, vision)
Tuition assistance
Wellness programs (fitness reimbursement, Employee Assistance Program)
Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates’ well-being and addressing the needs of our clients, business, and communities is unwavering.
T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.
T. Rowe Price is an asset management firm focused on delivering global investment management excellence and retirement services that investors can rely on–now, and over the long term.
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